Main Objectives and Duties:
1. Implementation and utilization of WFM tools
- Tools implementation: Verint, NICE, ASPECT and other in-house proprietary systems
2. Provide leadership on the primary functions of the WFM team
- Provide senior leadership, and develop and guide strategies, priorities and deliverables. supporting the five primary functions for the group:
o Forecasting and Planning
o Command Center
o Scheduling
o Schedule Adherence
o Reporting
- Lead strategic decision-making using forecast, planning, trend history and real-time data and schedule management of all resources
3. Standardization across the Group
- Influence leaders at all levels to drive standardization across the organization, both state-side and globally to ensure consistency, efficiency and effectiveness, with the goal of providing an enhanced client experience
- Influence leaders at all levels to drive standardization across the organization, both state-side and globally to ensure consistency, efficiency and effectiveness, with the goal of providing an enhanced client experience
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4. Reporting (WFM)
- Opportunity pipeline management – coordinates regular pipeline reviews with sales and professional services consultants to ensure accurate tracking and forecasting to meet Public Sector revenue influence goals.
- Goal/objectives tracking – works with managers to ensure we are on track for our global goals and objectives, develop, and coordinate efforts for reporting and tracking.
- Monthly metrics reporting - collaborate with CRM and Operation managers to track and report all key performance indicators for
various projects, goals, and time intervals.
- Develop and refresh all management dashboards, production report deliverables and other data reporting needs.
5.Personnel Management
- Builds and effectively lead a diverse team of managers and professionals in a high growth environment
- Conducts Staff meetings
- Conducts one-on-one coaching Sessions
- Ensures client’s satisfaction by researching, resolving and documenting customer concerns.
- Maintains positive work environment
- Ensures necessary tools are provided for all to have quality service and achieve goals
- Provides leadership for management initiatives to develop good communication between its members to drive performance.
- Encourages providing feedback to fuel performance.
- Prepares and conducts performance reviews.